Snapshot Quick Reference Guide

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013-01QRGR

Snapshot

Quick Reference Guide

Snapshot Quick Reference Guide Revision History

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Revision HistoryDocument No. Release Date Change Description

013-01QRGR 01/24/12 Template update.

013-00QRGR 06/07/11 Initial release.

Snapshot Quick Reference Guide Table of Contents

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Table of Contents

Introduction ..................................................................................................................................................1

Start Snapshot .............................................................................................................................................1

The Snapshot Interface ................................................................................................................................2

Agent State Icons .....................................................................................................................................3

Define the Display Canvas Layouts..............................................................................................................4

Queue Tiles...............................................................................................................................................4

Agents ......................................................................................................................................................5

Database (DB) Tiles ..................................................................................................................................6

Templates .....................................................................................................................................................7

Load a Template.......................................................................................................................................7

New Template ..........................................................................................................................................8

Copy a Template ......................................................................................................................................8

Delete a Template.....................................................................................................................................8

Refresh Rate.................................................................................................................................................9

Snap to Grid .................................................................................................................................................9

Screen Burn Protection ................................................................................................................................9

Client Display................................................................................................................................................9

Live Update ..............................................................................................................................................9

Manual Update .........................................................................................................................................9

Save/Reset Selections .................................................................................................................................9

Snapshot Quick Reference Guide Introduction

IntroductionSnapshot is an intuitive, easy to use plug-in to the system that provides a real-time graphical overview of the performance status of contact center queues and agents. Use the Snapshot:

• Administrator to select the parameters to display, configure applicable alert conditions, and design the visual layout.

• Client to display the graphical real-time data on a PC monitor or an external display using a standard Windows environment.

This guide provides step-by-step instructions on how to use Snapshot.

Start Snapshot1. Enter one of the following URLs into the browser to access Snapshot.

2. Select or create a new template to load (see ”Templates” on page 7 for more details).

• Snapshot Administrator1: http://host/SnapshotAdmin

• Snapshot Client:

– Select a template1: http://host/Snapshot

– Template is pre-selected1, 2: http://host/SnapShot/default.aspx?template=name.xml

1 = Host is the name of the server on which Snapshot is installed.

2 = Name is the name of the saved template.

Best Practice: Save the URLs in the browser’s Favorites.

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Snapshot Quick Reference Guide The Snapshot Interface

The Snapshot Interface

Item Description

Name of the active template.

Add new queue, agent, or database (DB) tiles.

Configure the selected agent tile.

A selected agent tile.

Create and configure alert parameters for the selected queue tile or agent’s tile.

• Configure the refresh rate for queue and agent tiles.

• Snap to grid makes lining up the tiles easier.

• Turn on/off either the screen burn protection or live update options.

Load a different layout template.

Either:• Save the changes.

• Reset and revert to the last saved configuration.

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Snapshot Quick Reference Guide The Snapshot Interface

Agent State IconsThe following icons are used to indicate agent activity and states within the agent tile.

Queue tiles for the support queue. Individual tiles can be resized and dragged to a new position on the canvas.

Agent tile with the selected agents to monitor.

Icon Name Description

Logged Off Agent is logged off, and the Time column is not active for agent states.

Logged On Agent is logged on, and the Time column shows the time the agent has been free if not on a call.

On Break Agent is on break.

On Worktime Agent is on worktime.

On Wrapup Agent is on wrapup time.

Direct Call Phone is offering from a direct call.

Off-Hook from a Direct Call Phone is off-hook from a direct call.

Off-Hook from an Outbound Call Phone is off-hook from an outbound call.

Offering from a Queue Call Phone is offering from a queue call.

Off-Hook from a Queue Call Phone is off-hook from a queue call.

On Hold Phone call is on hold.

Disconnected Phone is in a disconnected state after the agent hung up.

Item Description

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Snapshot Quick Reference Guide Define the Display Canvas Layouts

Define the Display Canvas LayoutsThis section describes how to define the queue, agent, and DB display canvas layouts.

Queue TilesIndividual tiles can be created and freely arranged on the canvas, each displaying selected statistics for selected queues. The visual format, as well as visual alert indications, can be configured for individual tiles. Tiles can also be created for agents to indicate current agent activity and status.

Add/Remove Queue Tiles Click the:

• Click the Add Queue Tile button to create a new blank tile.

• Tile to remove, and then click the X icon.

Move and Resize Queue Tiles Click a tile, and then drag the:

• Tile to move it to the new location.

• Tile’s border to resize the tile. The tile automatically resizes.

Configure the Queue Tile ContentMake the required selections as listed in the following table.

Settings/Options Description

Title Type the tile’s title.

Title Only Click this option to not display metrics.

Title Relative Size Select an appropriate size for the title.

Font Color Select the font color.

Background Color Select the background color.

Queue Select the queue to be used for metrics.

Statistic Select a metric.

Abandoned Calls All abandoned calls after the queue minimum abandon time.

Abandoned/Total Calls Number of abandoned calls and the number of calls.

Available Agents All prime agents not on break.

Available Backup Agents All backup agents not on break.

Break Agents All prime agents on any break.

Break Backup Agents All backup agents on any break.

Callbacks in Queue Number of callbacks in the queue.

Calls in Queue Calls in the queue.

Current Call Wait Time Current longest call wait time.

Current Callback Wait Time Current longest callback wait time. Only counts how long the callback has been in the queue (different from Desktop).

Idle Agents All available prime agents not on a call and not on a break.

Idle Backup Agents All available backup agents not on a call and not on a break.

Logged-In Agents All logged in prime agents.

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Snapshot Quick Reference Guide Define the Display Canvas Layouts

Set a Queue Tile Alert1. Click the tile to configure alerts on, and then click the Alerts button.

2. Configure up to five alert conditions per tile:• Select Operator = Less than, equal to, or greater than.

• Numeric Threshold = Type the required numeric value.

• Color: Select a color to be used to visually indicate the alert condition.

Agents

Add/Remove Agent Tiles Click the:

• Add Agent Tile button to create a new blank tile.

• Tile to remove, and then click the X icon.

Add/Remove Agents Either:

• Select the preferred agent from the list and drag the agent into the Agents column headings. Agents are automatically alphabetically sorted.

• Remove the agent by dragging the agent from the agent tile back to the Agent list.

Move and Resize Agent Tiles Click a tile, and then drag the tile’s:

• Body to move it to the new location.

• Border to resize the tile. The tile automatically resizes.

Logged-In Backup Agents All logged in backup agents.

Pending Callbacks in Queue The number of callbacks currently pending in the queue.

Service level Same as the Desktop/Dashboard.

Total Callbacks All callbacks; the running total resets at midnight every night.

Total Number of Calls Total number of actioned queue calls (queue calls, callbacks, and abandons).

Work Time Agents All prime agents on After Call Worktime and Requested Worktime.

Work Time Backup Agents All backup agents on After Call Worktime and Requested Worktime.

Note: Times are in seconds.

Note: Each alert condition can have its own color.

Settings/Options Description

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Snapshot Quick Reference Guide Define the Display Canvas Layouts

Set an Agent Alert1. Click the tile to configure alerts on, and then click the Alerts button.

2. From the Agent State list, select the agent’s state.

3. Configure up to five alert conditions per agent state:• Select Operator = Less than, equal to, or greater than.

• Numeric Threshold = Type the required numeric value.

• Color: Select a color to be used to visually indicate the alert condition.

Database (DB) TilesThe DB tile runs a SQL statement and displays the result that is returned on a tile.

Add/Remove DB Tiles Click the:

• Add DB Tile button to create a new blank tile.

• Tile to remove, and then click the X icon.

Configure a DB Tile1. Open the preferred template.

2. Add a connection string to display in the tile.

a. Click the Connection Manager button.

b. Click the Add button.

Note: Times are in seconds.

Note: Each alert condition can have its own color.

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Snapshot Quick Reference Guide Templates

c. In the Connection String field, type a query to return a single value to display in the tile.

d. Click OK.

3. Add a SQL statement to display in the tile.

a. Click the SQL Manager button.

b. Type SQL statement that returns a single value to display in the tile.

c. Click OK.

TemplatesA template is a Snapshot layout that is saved for future use.

Load a TemplateWhen starting Snapshot, a prompt asks to load an existing layout template.

From the list of templates, select the template to load (the background image provides a preview of the template), and then click the Load button.

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Snapshot Quick Reference Guide Templates

New Template In the Template Name field, type a new template name and then click the New button. A blank

palette is created with the new template name.

Copy a Template1. From the list of templates, select the template to copy.

2. In the Template Name field, type another template name and then click the Copy button. A copy of the base template with the new name is added to the list.

Delete a Template1. From the list of templates, select the template to remove and then click the Delete button.

2. When prompted, confirm the deletion.

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Snapshot Quick Reference Guide Refresh Rate

Refresh Rate In the Refresh Rate field, configure the refresh rate for queue and agent tiles.

Snap to Grid Click the Snap to Grid option to display grid lines in the main interface window to help make lining up

the tiles easier.

Screen Burn ProtectionOn some older LCD plasma screens, displaying a static image for extended periods of time can produce irreparable screen burn.

In Administrator, turn on Snapshot’s built-in screen burn protection. This setting changes the client to have a border around the outside of the tiles’ grid, and moves around inside the boundaries of the window. The direction of movement is random and changes every 10 seconds.

Client DisplayWhen starting the Snapshot Client, a prompt asks to load one of the saved display templates. The Client’s display can be updated either live or manually.

Live Update Click Live Update to automatically update the client display with the latest changes.

Manual Update Whenever changes are made and saved in the Snapshot Administrator, select the Snapshot Client

display window and press F5 to update/refresh the window with the latest configuration.

Save/Reset Selections Click the:

• Save button to save the latest changes.

• Reset button to discard the latest unsaved changes and return to the last saved settings.

Note: This manual update is not required if the Live Update option has been chosen in the Snapshot Administrator.

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Snapshot Quick Reference Guide Save/Reset Selections

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